Customer Support Specialist - Tier 2

Thought Industries powers the business of learning with our industry-leading learning technology. We were founded in 2013 around the core belief that online learning experiences should be modern, intuitive, engaging, and scalable. Today, our growing team builds and maintains the only learning solution with completely native tools and integrations that drive higher engagement, learner proficiency, and retention rates for our customers.

The Thought Industries Support Operations team is seeking an experienced Tier 2 Technical Support Agent to provide technical support and assistance to our customers via our Zendesk
ticketing system. As a Tier 2 Technical Support Agent, you will be responsible for addressing and responding to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. You will also be expected to provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.

Core Responsibilities:

• Troubleshooting: Resolve complex technical issues escalated from Tier 1 support agents and provide timely and accurate solutions to customers. This may involve analyzing system logs, performing diagnostics, and utilizing remote access tools to troubleshoot issues
• Customer Support: Assist customers via various channels such as email or chat, providing professional and empathetic support. Address customer inquiries, concerns, and complaints promptly and effectively, ensuring customer satisfaction and maintaining a positive customer experience.
• Incident Management: Take ownership of customer-reported issues and track them through to resolution, adhering to defined service-level agreements (SLAs). Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue.
• Collaboration: Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to communicate customer feedback, identify product improvement opportunities, and contribute to the overall product development process. Provide input on potential areas for process improvement within the support team.
• Training and Mentoring: Stay updated on the latest features and updates of the learning management system and related technologies. Share knowledge and provide guidance to Tier 1 support agents, assisting in their professional development and helping them handle more complex customer issues.
• Proactive Issue Prevention: Identify recurring issues and patterns in customer inquiries and work with the product and development teams to proactively address them. Suggest improvements to product documentation, or platform enhancements to increase customer satisfaction and reduce support tickets.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices related to our platform and Customer Support. Engage in ongoing training to develop technical skills and deepen product knowledge.

Overall, your role as a Tier 2 Technical Support Agent would focus on resolving complex technical issues, delivering exceptional Customer Support, collaborating with internal teams, and contributing to the overall improvement of the product and support processes.

Competencies:
Technical Expertise: Possess a strong understanding of the company's platform and related technologies. Have in-depth knowledge of troubleshooting methodologies, network protocols, databases, web technologies, and operating systems. 

Problem Solving: Exhibit exceptional problem-solving skills to diagnose and resolve complex technical issues efficiently. Demonstrate the ability to analyze information, identify patterns, and apply logical reasoning to find innovative solutions. Display a proactive approach to problem-solving by identifying potential issues before they escalate.

Customer Focus: Maintain a customer-centric approach by actively listening to customers, understanding their needs, and providing personalized support. Display empathy, patience, and professionalism while addressing customer concerns. Strive for high customer satisfaction and deliver exceptional service.

Communication Skills: Possess excellent verbal and written communication skills to effectively communicate with customers and team members. Articulate technical concepts in a clear and concise manner, avoiding jargon, and adapting communication style to suit the customer's level of technical understanding. Active listening skills are crucial for understanding customer issues accurately.

Collaboration: Work collaboratively with cross-functional teams, including Tier 1 support agents, developers, product managers, and QA engineers. Demonstrate strong interpersonal skills to build effective relationships, share knowledge, and contribute to team success. Communicate customer feedback and technical issues effectively to the relevant teams.

Analytical Thinking: Apply analytical thinking to analyze complex technical problems, break them down into manageable components, and identify potential root causes. Use data-driven approaches to make informed decisions and recommendations for issue resolution. Leverage analytical tools and techniques to extract insights from system logs and diagnostics.

Time Management: Possess strong organizational and time management skills to prioritize and manage multiple customer inquiries and issues simultaneously. Adhere to defined SLAs and effectively manage workload to ensure timely resolution of customer tickets. Efficiently handle escalations and prioritize critical issues.

Adaptability: Thrive in a fast-paced, dynamic environment and quickly adapt to changes in technology, processes, or customer requirements. Display flexibility in work schedules to accommodate customer needs, including working evenings, weekends, or on-call rotations as required.

Continuous Learning: Display a growth mindset and a passion for continuous learning. Stay updated on new product features, industry trends, and emerging technologies related to learning management systems. Actively seek opportunities for professional development and acquire new skills to enhance technical expertise.

Documentation Skills: Demonstrate the ability to create clear and comprehensive technical documentation, including troubleshooting guides, knowledge base articles, and FAQs. Ensure accuracy, completeness, and relevance of documentation and regularly update it to reflect changes in the product or support processes.

These competencies enable Tier 2 Technical Support Agents to effectively address complex technical challenges, deliver excellent Customer Support, collaborate with teams, and contribute to the overall success of the company's learning management system.
 

• 1-3 years of experience in technical support or a related field
• Familiarity with SSO configuration and API troubleshooting
• Strong communication skills and the ability to effectively communicate technical information to non-technical customers
• Strong problem-solving and analytical skills
• Ability to work independently and in a team environment
• Strong time-management and prioritization skills
• Must be comfortable working remotely
• Ideally within MST time zone or willing to work MST hours. 

All your information will be kept confidential according to EEO guidelines.

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.